Visitor Management Representative

BHS•Lexington, KY

About The Position

The Visitor Management Representative provides exceptional customer service while supporting the hospital's physical security and visitor management program. This role serves as the first point of contact for patients, visitors, vendors, contractors, volunteers, and guests entering the facility. The representative verifies visitor identities, screens access to secured areas and units, and ensures compliance with hospital security policies. The position also monitors security cameras covering facility entry points and the designated work unit's entrances, and works with Security to identify hazards and potential security threats. When needed, the representative ensures prompt and appropriate notifications are made to Security, the Clinical House Supervisor, Emergency Services, and other relevant parties. The PBX/Switchboard Department is the hospital's central communication hub, providing 24/7 support for patients, visitors, and staff. It manages incoming calls, emergency communications, overhead paging, and critical notifications while providing customer service and supporting timely, accurate communication across the organization.

Requirements

High school diploma or equivalent.
One year of related experience.

Responsibilities

Welcome patients, visitors, vendors, contractors, and guests in a professional, courteous, and compassionate manner.
Provide excellent customer service while maintaining security awareness.
Answer questions and provide directions and general hospital information.
Assist visitors with wayfinding.
Resolve routine visitor concerns and refer complex issues to Security or department leadership.
Maintain a calm, respectful, and service-oriented environment for visitors.
Enforce hospital visitation policies for patient units and the facility.
Verify visitor authorization for restricted nursing units.
Deny entry when visitors do not meet established security or visitation requirements.
Identify and immediately report suspicious activity to Security.
Assist with after-hours visitor access procedures.
Coordinate with Security regarding visitor issues requiring intervention.
Communicate with nursing units regarding visitation requests.
Maintain positive working relationships with Patient Access, Nursing, Administrative personnel, and other departments.
Monitor security cameras for facility entry points and entrances to the designated unit of work.
Work with Security to identify hazards and potential security threats.
Ensure prompt, appropriate notifications are made to Security, the Clinical House Supervisor, Emergency Services, and other relevant parties when needed.